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Send a test email to check forwarding

Prove your email forwarding works with one click. Hushdesk sends a marked test to your support address and turns the step green when it comes back.

Last updated 2 min read

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The forwarding test is the quickest way to know your setup works. Hushdesk sends a marked email to your support address. If your mailbox forwards it, it comes straight back, and the setup step turns green. No ticket is created.

Before you start

  • Who can do this: owners and admins.
  • Plan: all plans.
  • What you need: your support address added and forwarding switched on in your mailbox. See Connect your support email.
  • Time: under a minute.

Step by step

  1. Open Settings > Email and press your support address.
  2. Scroll to step 3. Check it works. It explains: "We send a short test to … If forwarding is on, it comes straight back here and this step turns green."
  3. Press Send a test email.
  4. Wait a few seconds. The page shows Sent. Waiting for it to come back…
  5. When it arrives, the step says Forwarding works. The test arrived with the time.
  6. Press Done to return to the list.

What happens next

The address in Settings > Email shows a green Receiving badge with the time of the last email. Home's checklist marks Connect your support email as done.

The test has the subject Hushdesk forwarding test followed by a code in brackets. Hushdesk matches that code, so the test never becomes a ticket. A copy may also sit in your own mailbox; you can delete it.

Under the button, Hushdesk also shows Last customer email received with a time once real email starts arriving, and any delivery problem it has seen.

Tips

  • Run the test again after changing anything in your mailbox, such as rules or forwarding addresses. The button then reads Send another test.
  • If you see "Demo server: email sending isn’t connected here, so the round trip was simulated.", you are on a demo server. The real test runs on your live workspace.
  • A real email from a friend's address is the best final check: it proves the customer's side, not just the test.

Troubleshooting

"The test email could not be sent: …"

Our email provider refused to send the test. The text after the colon says why. Try again in a minute; if it repeats, contact support with that message.

"Email sending is not connected on this server yet. Send any email to your support address instead."

This server cannot send email yet. Send an email to your support address from another account and check it appears in the inbox.

"Add your support address first"

The address field is empty. Add your support address before testing.

"That email address is not connected"

The address was disconnected, perhaps by another admin. Go back to Settings > Email and add it again.

Sent, but it never comes back

Forwarding is not on yet, or your provider blocks it. See Troubleshoot email forwarding.

Frequently asked questions

How do I test that my support email reaches Hushdesk?

Open your address under Settings, Email and press Send a test email in step three, Check it works. Hushdesk sends a short email to your support address. If forwarding is on, it comes straight back and the step turns green with the words Forwarding works and the time it arrived.

Does the forwarding test create a ticket?

No. The test email carries a unique marker in its subject, Hushdesk forwarding test with a code in brackets. When it comes back, Hushdesk recognises the marker and only updates the setup page, so the test never appears in your inbox or counts toward your plan.

What does the test email say?

It says it is a test from Hushdesk, and that if forwarding is set up it has already arrived in your helpdesk, so you can close it. You will also see a copy in your own mailbox if you chose to keep copies while forwarding.

How long should the forwarding test take?

Usually a few seconds to a minute. While it travels, the page says Sent. Waiting for it to come back. If nothing has arrived after a few minutes, forwarding is probably not switched on yet, or your provider is blocking forwarding to outside addresses.

Can I test forwarding without the test button?

Yes. Send an ordinary email to your support address from a different account, such as your personal email. If it appears in your Hushdesk inbox as a new ticket, forwarding works. That is also what to do when this server cannot send the test email itself.

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